Need to update your account details or payment information for QuickBooks Desktop? Click here for our step-by-step guide.
Need help running payroll?Watch our video or read the guide in our Product Tutorial.
My saved invoices are all missing, any way to retrieve them?
Hi there ktln-nichol,
Having your saved invoices go missing can cause a disruption in your books and your workflow, so I want to make sure this gets sorted out as quickly as possible. With QuickBooks Online, we aim to provide you with a service you can count on for entering and housing your information, and I have a few ideas of what may be going on.
A common reason that I've seen users suddenly missing information they're expecting to see in their accounts is that they're looking at the wrong account. QuickBooks Online gives you the option to have multiple subscriptions under one set of user information, which is great for easily accessing your accounts without having to remember a bunch of different information, but can cause hiccups like this.
In light of that, the first thing I recommend is making sure you're looking at the right account. Even if you're only aware of one account, please try these steps to make sure that you haven't accidentally got a secondary account tied to your login.
Select the Gear icon in QuickBooks Online.
Click Switch company.
This takes to you to the list of your active and inactive companies. Check these out to see if the data you're looking for is in any of these accounts. If you come across a situation where you have a duplicate company by accident, you can cancel it to make sure that you're not double charged.
If you only have the one account, you can also use tools like the audit log to review your account details. This log is a record of all activity in your account, including entering, editing, and deleting transactions. This article has more detail: Use the audit log in QuickBooks Online
When you look at the log, check for the kind of activity I just mentioned. If you see the detail logged there, but not when you visit areas like the Sales section, troubleshooting is in order. Feel free to try these steps even if you're not seeing the details in the audit log just to be sure.
Reset your Internet or try on another computer or device
If after all that the invoices are still missing, connecting with our support team outside of the QuickBooks Community is the next step toward resolving this issue. Using the below contact methods, you can work with a member of our support team to discuss and troubleshoot the situation.
Schedule a Callback or start a Chat: click (?)Help in the upper right > type and enter "Contact support" into the QB Assistant > click Contact Us > explain your situation > click Let's Talk > choose Get a callback or Start a Chat. Support is available from Monday to Friday between 9 a.m. and 8 p.m. ET.